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SMS

SMS Notification Options for Admin Escalations

  1. Third-Party SMS Services

Twilio (Most Popular)

  • REST API for sending SMS
  • Reliable delivery with status callbacks
  • Supports international numbers
  • Pay-per-message pricing (~$0.0075/SMS)
  • Easy integration with webhooks

AWS SNS (Simple Notification Service)

  • Part of AWS ecosystem
  • Good if already using AWS
  • Supports SMS globally
  • Pay-per-message model
  • Can integrate with other AWS services

Firebase Cloud Messaging (FCM)

  • Google’s notification service
  • Free for basic usage
  • Primarily for mobile apps but supports web
  • Good integration with existing Firebase setup

Other Options: MessageBird, SendGrid, Vonage, Plivo

  1. Email-to-SMS Gateways

Carrier Gateways (Free but Limited)

Pros: Free, simple email integration Cons: Unreliable delivery, carrier-dependent, limited formatting

  1. Integration Approaches

Direct API Integration

  • Call SMS service API directly from Firebase Functions
  • Most reliable and customizable
  • Requires API credentials management
  • Best for production use

Webhook-Based

  • Use services like Zapier or Make.com
  • Firebase → Webhook → SMS Service
  • Less coding required
  • Good for rapid prototyping

Email Bridge

  • Send email to SMS gateway service
  • Leverages existing email infrastructure
  • Less reliable than direct API
  1. Configuration Considerations

Admin Contact Management

  • Store admin phone numbers in Firebase config
  • Role-based SMS preferences (admin, tech, manager)
  • Opt-in/opt-out mechanisms
  • Time zone considerations for delivery

Escalation Triggers

  • SLA breach thresholds (response time exceeded)
  • Priority-based escalation (Urgent = immediate SMS)
  • Business hours vs after-hours handling
  • Escalation chains (primary → secondary contacts)

Message Content

  • Ticket ID and priority
  • Brief description
  • Direct link to ticket
  • Escalation reason
  • Character limits (160 for SMS)
  1. Implementation Architecture

Firebase Functions Trigger

  • Scheduled function checks for SLA breaches
  • Ticket update triggers (status/priority changes)
  • Manual escalation button in admin interface

Message Queue

  • Queue SMS messages to avoid rate limits
  • Retry logic for failed deliveries
  • Deduplication to prevent spam

Delivery Tracking

  • Log SMS delivery status
  • Track escalation history
  • Admin acknowledgment system
  1. Cost Considerations

Twilio Pricing Example:

  • SMS: ~$0.0075 per message
  • Phone numbers: ~$1/month per number
  • For 100 escalations/month: ~$0.75 + setup costs

Volume Considerations:

  • Estimate escalation frequency
  • Consider message bundling for multiple tickets
  • Rate limiting to prevent spam costs
  1. Compliance & Security

Data Privacy

  • Store phone numbers securely
  • Encrypt SMS content if sensitive
  • Comply with GDPR/CCPA for contact data

Opt-in Requirements

  • Explicit consent for SMS notifications
  • Easy unsubscribe mechanism
  • Respect do-not-disturb preferences
  1. User Experience

Admin Interface Needs:

  • SMS preference settings
  • Test SMS functionality
  • Escalation history/logs
  • Phone number management

Message Design:

  • Clear, actionable content
  • Consistent formatting
  • Include ticket links
  • Escalation level indicators

Recommended Approach

For this help desk system, I’d recommend:

  1. Twilio for SMS delivery (most reliable)
  2. Firebase Functions for triggers (integrates with existing system)
  3. Config-based admin phone management (leverages existing settings)
  4. SLA-based escalation rules (uses existing SLA system)
  5. Email + SMS dual notification (redundancy for critical issues)

This approach provides reliable delivery, good integration with the existing Firebase/React setup, and flexible configuration through the existing admin settings interface.